Customer Service Representative

Alma Ledbetter

+1-775-***-**** ****.*********@*****.*********.*** Reno, NV 89523

WORK EXPERIENCE

Call Center Customer Service Representative, MTM Transportation December 2024 - May 2025

• Handled a high volume of inbound customer calls, averaging 45 calls per day

• Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information

• Utilized CRM software to accurately document customer interactions and update account information

• Consistently met or exceeded individual performance metrics including call quality, average handle time, and first-call resolution rate

• Managed irate or upset customers with empathy and professionalism to de-escalate situations effectively

• Participated in regular team meetings to discuss challenges, share best practices, and collaborate on solutions for improving overall performance

CSR - Customer Service Representative, Global Medical August 2024 - December 2024

• Achieved an average call resolution rate of 80% exceeding departmental targets

• Handled a high volume of inbound customer calls, averaging XX calls per day

• Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information

• Utilized CRM software to accurately document customer interactions and update account information

• Maintained a positive attitude during challenging interactions with upset or irate customers, de- escalating situations effectively

• Managed difficult or emotional customer situations professionally while maintaining empathy and building rapport with callers

Shift Leader/Key Holder, Once Upon a

June 2022 - July 2024

• Maintained high standards of quality control to ensure customer satisfaction

• Managed multiple projects simultaneously within established timelines

• Ensured compliance with company policies and procedures regarding cash handling, security measures, and opening/closing procedures

• Resolved customer complaints or issues promptly and effectively to maintain high levels of customer satisfaction

• Monitored store cleanliness and visual merchandising standards to create an inviting shopping environment

• Implemented safety protocols to protect employees' well-being during opening/closing procedures

• Trained new keyholders on store policies, product knowledge, and customer service standards Shift Supervisor/Key Holder, 7-Eleven-Reno

June 2020 - March 2022

• Managed inventory control processes to ensure accurate stock levels and minimize loss

• Developed and maintained strong relationships with vendors to negotiate favorable pricing terms

• Collaborated with store management to develop sales strategies and meet revenue targets

• Ensured compliance with company policies and procedures regarding cash handling, security measures, and opening/closing procedures

• Resolved customer complaints or issues promptly and effectively to maintain high levels of customer satisfaction

• Trained new keyholders on store policies, product knowledge, and customer service standards

• Monitored store cleanliness and visual merchandising standards to create an inviting shopping environment

• Implemented safety protocols to protect employees' well-being during opening/closing procedures EDUCATION

Rasmussen University-Remote

2025-

Associate's degree, Medical Billing & Coding

College of Southern Idaho

2005-2005

Certification, Medication Administration

Certification to administer medication in a healthcare facility SKILLS

Build Rapport, Cash Handling, Cash Management, Cashier, Collaboration, Compliance, Conflict Resolution, Contact Center, CRM, Customer Interaction, Customer Service, Data Entry, Guest Service, High Volume, HIPAA, Hospitality, Inventory Control, Medicaid, Medical Billing, Medicare, Outbound Calling, Phone Skills, Product Knowledge, QuickBooks Software, Reconciling, Retail Management, Sales Strategies, Scheduling, Vendor Management, Visual Merchandising CERTIFICATION AND LICENSES

Driver's License 2024

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